The Claim Process

Submit Your Claim

•Answer the questions in this form to provide details of your claim, and we’ll contact you within 4 business days.•Call the police immediately if the loss or damage was caused by burglary, home invasion, theft, vandalism, or malicious damage.•Keep any damaged items in case we need to inspect them.What happens next? We’ll contact you within 4 business days to confirm your claim and case number, and whether a claims assessor will be making an inspection of the loss or damage. We may also request further information or documents.

If a Claims Assessor is required•The Claims Assessor will contact you and arrange to visit you at a convenient time.•Before the Claims Assessor arrives, please ensure that you have all the relevant information available to support your claim - for example, your original invoice, the operating manuals for any equipment stolen, the reference number for any police report.If a Claims Assessor is not required•We will contact you to progress your claim. If you have any questions completing this form or about your claim please contact us on (24 hours a day, 7 days a week).

If you have a complaint

We always strive to provide our customers with the best possible service. If you do have a complaint, we will do our best to resolve it for you quickly and fairly.

Step 1. Contact us We ask that you contact one of our trained Consultants on:

Telephone: for Policy enquiries Telephone: for Claims enquiries Step 2. We’ll escalate your complaint If the Consultant is unable to resolve the matter they will refer it to their Team Leader or Manager. The Team Leader or Manager will acknowledge your complaint within two business days and try to resolve your complaint within 15 business days. However, if we consider that further information, assessment, or investigation of the complaint is required, we will agree to reasonable alternative timeframes with you.

Next steps If you are still not satisfied with the outcome, you may refer the dispute to our Internal Dispute Resolution Officer, who will review the matter. The contact details are:

Internal Dispute Resolution Officer, General Insurance Telephone: Facsimile: You will be provided with a response to your dispute within 15 business days. In cases where further information, assessment, or investigation is required we will agree to reasonable alternative timeframes.

Further assistance If you are not satisfied with the decision made or we cannot otherwise reach an agreement, you can refer your matter to the Financial Ombudsman Service Limited who provide a free independent dispute resolution service for consumers who have a general insurance dispute. Additionally, if we are unable to resolve your complaint within 45 days, you may take your complaint or dispute to the Financial Ombudsman Service Limited.

Your bank account details

Declaration

I/We:•declare that all information I/we have given, including account details if provided, is true and correct •acknowledge that the Insurer will not be held liable at law, in equity, by statute or otherwise for any account details recorded incorrectly•understand that until the information I/we have provided is considered by the Insurer, my claim has not been admitted•will continue to assist the Insurer in any way to reach a decision to accept or decline this claim•have read, understand and agree to the acknowledgements and consents relating to the protection of my/our privacy.